Team Management &

- Performance

- - Lead, mentor and manage a team of BPM executives.

- Allocate daily targets and monitor individual and team performance.

- Ensure adherence to productivity benchmarks, including calls, connects, appointments and walk-ins.

- Conduct daily huddles, performance reviews and coaching sessions.

- Identify performance gaps and implement corrective action plans.

- Drive employee engagement, motivation and accountability.

- Monitor attendance, roster adherence, breaks and schedule compliance.

Business &

- Revenue Generation

- - Drive appointment bookings and clinic walk-ins through effective lead management.

- Ensure timely follow-up of fresh, existing, missed and reactivation leads.

- Monitor appointment-to-walk-in and walk-in-to-conversion performance.

- Ensure effective pitching of ongoing campaigns, offers and treatment promotions.

- Identify opportunities to improve lead conversion and revenue generation.

- Work closely with clinic teams to maximise customer footfall and business opportunities.

Lead &

- Appointment Management

- - Ensure 100% allocation and timely follow-up of assigned leads.

- Monitor lead ageing, pending callbacks and missed opportunities.

- Ensure accurate appointment scheduling in Zenoti.

- Coordinate with clinic teams to ensure doctor availability and appointment slot accuracy.

- Monitor appointment confirmations, reminders, rescheduling and cancellations.

- Ensure appropriate lead disposition and source tagging.

Quality &

- Customer Experience

- - Monitor calls and ensure adherence to prescribed calling scripts and processes.

- Conduct regular call audits and provide actionable feedback.

- Ensure accurate communication of treatment information, pricing and promotional offers.

- Maintain high standards of customer engagement and experience.

- Identify customer complaints and escalations and ensure timely resolution.

- Drive quality scores and process compliance across the team.





Reporting &

- MIS

- - Prepare and publish daily performance reports.

- Track KPIs against targets and highlight deviations.

- Analyse individual and team performance trends.

- Maintain trackers for lead follow-ups, appointments, walk-ins and conversions.

- Share daily business updates and performance insights with management.

- Highlight operational challenges and recommend improvement initiatives.

Training &

- Development

- - Support recent employee onboarding and process training.

- Conduct regular refreshers on campaigns, products, services and systems.

- Identify knowledge gaps through call audits and performance analysis.

- Ensure executives are updated on new offers, treatment protocols and process changes.

- Develop low-performing employees through structured coaching.

Cross-functional Coordination

- - Coordinate with clinic managers, doctors, AOMs and other stakeholders.

- Ensure smooth coordination between BPM and clinic operations.

- Resolve appointment-related issues and operational bottlenecks.

- Support campaign launches and ensure effective execution at the ground level.

Required Skills &

- Competencies

- - Strong team leadership and people management skills.

- Excellent communication and interpersonal skills.

- Good analytical and problem-solving abilities.

- Strong understanding of sales, lead management and customer engagement.

- Ability to drive targets and manage performance pressure.

- Proficiency in Excel, MIS reporting and CRM tools.

- Experience with dialer/CRM platforms and appointment management systems such as Zenoti.

- Strong stakeholder management and coordination skills.

Educational Qualification &

- Experience

- - Graduate in any discipline
- MBA/BBA preferred.

- 3–5 years of experience in BPO, customer service, telesales or contact centre operations.

- Minimum 1–2 years of team-handling experience.

- Experience in healthcare, wellness, dermatology or the beauty industry will be an added advantage.

📌 Team Leader (Hyderabad)
🏢 Olivaclinics
📍 Hyderabad